Awaiting qualified legal review
This legal document is stored as an editable draft and has not been signed off by qualified legal counsel. It must be reviewed for your contracting entities and customer jurisdictions before you rely on it in production.
Contracting entity: the seller named on your invoice. Where an order is placed with a different MOTORS EU entity, that entity is named on the invoice and in the order confirmation.
How to request
Open a support ticket from your account, or reply to the order notification. The request is recorded against the order so the history is complete.
Approval
Refunds require the refund permission and a recorded reason code. Approvals are written to the audit log with the staff member who approved them.
Recording
An approved refund produces a credit note in your document centre and updates the payment record. Where the original payment came through a provider, the refund is recorded against that provider; where it came by bank transfer, the finance team returns the funds to the original account.
Timing
Bank processing times vary. We record the approval date and the amount, which is what your account shows.